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News : Corporation’s Call Centre Concept, an Instant Hit

#contactcenterworldTamil Nadu, July 20, 2016 -- After the Corporation of Madurai added one more channel, by introducing a WhatsApp number last week for residents to convey their grievances, it has instantly become a success, as a large number of people have stored the number in their handsets and started using the facility.

It is just three days since the Corporation dedicated the new service, but for Sundar Singh, a resident of Ellis Nagar, the number 7449 104 104 is already familiar. "I sent a picture of a street light not functioning in a particular location with the ward number and street name. The next day there was response," he noted and appreciated the Corporation for launching such an user-friendly facility. He also added that he had circulated the number among a few groups who had stored it.

Likewise, a residents’ welfare association office-bearer Radhakrishnan said, "I sent a picture of sewer flowing on the Valluvar Colony, Old Natham Road on Sunday and officials rectified it the following day."

A woman residing near Post Office Road in S.S. Colony said that she sent a photo of garbage piled up on the road and sought installation of a dumper bin. After a few hours, "I received a call from a Sanitary Inspector, who promised to remove the garbage instantly. As for the request for a dumper bin, he said that he would take it up with the higher officials," she said.

With many people possessing smart phones, the Corporation authorities launched the novel service in association with a private cellular operator, which provided a fancy number in public interest.

Congratulating the Corporation for launching the facility, many residents greeted the officials on day one. "Every grievance may not be solvable immediately. Some may take a day, few others may take a week and so on, but hearing (us) itself would give (us) the hope that the Corporation would redress them positively," said residents’ in their congratulatory messages to the authorities, Corporation officials said.

Apart from this, the Corporation officials received petitions at public grievance meetings, conducted zone-wise, in which the Mayor, zone chairman concerned, ward councillors and officials participated.

Speaking to The Hindu , he said that by opening as many avenues for the residents to convey their woes, the Corporation showed that it was ready to face the challenges and serve the people as efficiently as possible.

"It is just three days since the launch of WhatsApp number, but already we have received close to 100 calls, which means 30 to 40 calls daily. The call centre, which was launched a month ago, has received 614 calls so far," he said.

Engineers said that the online system introduced in maintenance of street lights was yet another step towards achieving efficiency in management as well as power savings. Explaining the online operation, they said that each street in the wards had a switch, which functioned on a remote dynamo.

With the aid of GPS, the SIM attached to the switch sends signal to the server, which provides data, including the number of lights functioning, the time of start ( 6 p.m.) and the time of stop (6 a.m.).

At regular intervals, the engineers receive response from the server and in the event of any non-functioning, the teams replace parts or rectify the defect.

As an initial phase, the online system has been introduced in all the extended areas (28 wards which were included in the Corporation) and later other wards (72) shall be included.